Technical Support Coordinator

Putting the ‘i’ back into British Innovation

Putting the ‘i’ into Inventing the Future

Putting the ‘i’ into Inspiring the Nation

myenergi Ltd is a progressive and innovative company with its HQ born and based right here in Stallingborough, subsidiaries based in Germany, Benelux, Northern Ireland, Australia and ambitions to open facilities right across the world. We specialise in the design and manufacture of ground-breaking renewable-energy technology products.

Reporting to the Technical Support Manager, Technical Support Coordinators support customers in response to service tickets. Having the ability to multi-task and use various systems whilst engaging with customers over the phone, successful candidates will provide excellent customer service in a timely manner, responding to technical support requests and queries, resolving first time where possible, and escalating as required to various supporting teams where required. Working as part of a larger team, the coordinators work collectively to raise the bar in response to targets which are measured and reported against set KPIs and SLAs.

Responsibilities:

1. Guide customers through a series of actions to help resolve issues, via phone or email, replacing or arranging repair of necessary parts where applicable.
2. Identify hardware and software solutions, and help to resolve network issues.
3. Support the roll-out of new firmware applications when applicable.
4. Resolve issues first time where possible and follow up with clients to ensure the problem is resolved where not.
5. Meet established goals for all metrics, including call and case quality, productivity, and call handling KPIs.
6. Provide timely and accurate customer feedback, and manage multiple cases at a time.
7. Use a triage call/ticketing system diverting more complex queries to 2nd line support where necessary.
8. Provide world-class customer experience.

Qualifications & Experience:

1. A minimum of 1 year’s customer service experience (any sector).
2. Telephone experience is preferable.
3. This role will require technical experience/interest as you will be assisting with troubleshooting technical queries, you will need good problem-solving skills with strong attention to detail.
4. You will have a natural passion for delivering exceptional customer service and be able to build rapport quickly with customers regardless of the platform.
5. You will have good listening skills and be intuitive to identify and react to how customers are feeling and be able to respond in a positive and engaging manner.
6. Excellent written and verbal communication skills.

Salary: Competitive

What myenergi offers you:

• Free charging of electric vehicles on site.
• Private Medical Insurance
• Cycle to Work Scheme
• 25 days holiday increases with service + Bank Holidays
• Mental Health First Aiders across the business, let\’s be there for each other
• Career Development & Encouragement
• Employee Empowerment
• Free onsite parking
• Positive working environment
• EV salary sacrifice scheme
• Birthday Leave – because everyone deserves a day off for their birthday, right?
• Long service awards
• Enhanced maternity & paternity pay
• Employee Assistance Programme – a free 24/7 UK-based counselling helpline.

myenergi is committed to being an equal opportunity, diverse and inclusive employer. We want a supportive and inclusive environment where our colleagues can reach their full potential without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered, and the diversity of people’s backgrounds and circumstances will be positively valued.

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